Advice: Optus Saying Optus Sports Is Not Included in Offer

I signed up 3 mobile services to the Optus September flash sale on the 26/09 and I have just found out that optus has been charging me for optus sports this entire time on 2 of those services (it's supposed to be free)…

When I asked CS about it they told me I was being charged for it because I didn't activate the sim card on/before 02/10 (I received the sim card on 29/09). I can't find this condition anywhere on my contract. The only connection to 02/10 I can find is that I activated one of my sim cards on 02/10. I wanted to activate all 3 numbers on 02/10, but due to the other 2 numbers still being in use, the fact that it was a public holiday and the fact that I was transferring the numbers from virgin mobile it meant that by the time I went to transfer the numbers over the transfer team was already closed for the day due to the public holiday (transfers on the optus network need to be done manually).

I am really confused as I don't understand why there is a 02/10 condition. My 25% discount is still there, but the optus sports discount isn't….CS won't help me any further until they received an answer from the issue being escalated to the marketing team.

Anyone know of any conditions that would cause optus sports discount to be cancelled?

Do I wait for an answer from the marketing team or do I go straight to the TIO?

Comments

  • +1 vote

    ah seriously this optus is bad… worse than gearbest.
    i ported out 2 number to optus. and:
    my old number stooped working before i received the optus simcards… weird…

  • +1 vote

    If marketing doesn't help you, I'd go to the TIO.

  •  

    Optus sport I have been told is only on mobile deals around 60 bucks and above, for it to be free

    How much u paying

    • +1 vote

      it's included on one of my plans which is $18.75. Optus have confirmed optus sports is included for free on one of them numbers, just not on the rest

    • +1 vote

      The OP has linked to the deal he signed up for in the description.

      •  

        did u call to sign up. they record most calls, I had an issue Optus around a charge when u changed plans and they referred to a team to review the call to see if they told me about the charges which they didn't so it gotnreversed

        if u called up maybe get then to review the tapes

  •  

    What did the TIO say ?

  • +1 vote

    Sounds like Optus are making it up to me and the condition to activate by 2/10 just doesn't exist. You can see in the later comments of that deal that practically everyone had to spend hours on the phone to Optus to get the included perks sorted. Shame because it really was an excellent deal.

  •  

    and previously i thought the free music streaming is good, but actually rubbish as you have to pay for the service separately with spotify etc.

  • +1 vote

    every month i need to live chat optus to get my $15 credit for the sport like you experience too. they're absolutely the worst in terms of keeping track of bills. i reckon they overcharge >50% of their customers.

  • +1 vote

    I had similar issue when I got my first and second bill. They said Optus Sports is never free but we definitely has signed up for the $18.75 per month plan as advertiesd, there are many references on the web of the flash sale but the billing team said they are not aware. The advertisement says Optus Sports is included for free, but from the bills is more like you pay for your plan and Optus Sports and then you get $10 and $5 offer every month for 12 months, plus a 25% discount to get to the advertised $18.75
    I wasn't really happy and had to spend quite some time to call and live chat to get this sorted. It only get corrected on the third bill.
    Who knows how the bill looks like after 12 months. Most likely will port out when I see a better deal soon.

    •  

      I wish I could get my issue fixed by just constantly contacting Optus. I doubt my issue can be fixed by going directly to CS now. After speaking to CS again and finally figuring out their logic and trying to explain their flawed logic to them and failing I think I might need to go to TIO to get this issue fixed.

      Optus thinks I signed up to this offer, which ended on 02/10. They are also connecting the sign up date to the activation date instead of the order date, which is a majorly flawed way of calculating the sign up date. For example, say if someone ordered the eploffer on 02/10 by the logic provided to me that person would automatically be ineligible for free optus sports because the minimum amount of days required to receive the sim card and activate it would be 1 day (assuming the sim card gets shipped out on 02/10 and received on 03/10). This would mean that the person would have a sign up date of 03/10 at the earliest and thus making them automatically ineligible for free optus sports because the sign up date for free optus sports is on/before 02/10.

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